FNOL Customer Service Representative

Description

Please note: We are unable to consider candidates residing outside of the United States. In addition, applicants residing in the following states are ineligible for employment at this time: California, North Carolina, Washington State, Illinois, and/or Oregon.

Who We Are 

We are in the business of subrogation – companies trust us to recover payments on damage claims so that the party responsible is the one paying for the damage that was caused. We strive to provide excellent customer service to both our customers and the other parties involved in a claim. In short, we help our customers focus on theirs.

Our business is driven by our Core Four principles: Process, Results, Culture, and Experience. Our dedication to practicing these has enabled our current and future success. 

We’re passionate about throwing company events that bring us together and celebrate each other’s achievements. We’re also big on taking time out to give back to the community and host several volunteer events throughout the year. We believe in a healthy work-life balance. 

Join our team and thrive in an environment that values both efficiency and effective processes as well as a casual, comfortable atmosphere. 

Who We’re Looking For

We’re looking for someone comfortable receiving inbound calls who can positively interact with our customers. As an First Notice of Loss (FNOL) Representative I, we expect you to provide quality inbound communication services while recording First Notice of Loss (FNOL) claims. These FNOL claims are used to report damage to our client’s property. 

Tiered Support Bonus System

The following bonus structure is based on total fees generated across CMR during the month. Bonuses are paid per pay period on the paycheck following the period in which it is earned. This is additional money earned for doing your job!

• Level 1 = $90
• Level 2 = $130
• Level 3 = $175

FNOL Incentive Program

This program is specifically for FNOL team members and offers high-performers an opportunity to earn more per month, in addition to CMR’s tiered support bonus system.  

The incentive is calculated daily and paid on the 5th of the following month. Each day where your talk time, not ready time, and service level meet the set standard, $10 is earned.   

On a Typical Day, You’ll 

• Accept inbound calls from engineers, technicians and other field operators reporting FNOL 
• Communicate effectively while entering data accurately into a customized database 
• Report underground damage to locate companies when applicable 
• Provide outstanding service to customer representatives 
• Analyze photos and map the correct location  

Stuff You Should Know 

• You may be assigned to work on special projects  
• The department functions 24/7/365, with multiple schedules to choose from!
• This position is fully remote  

Qualifications

Required Skills & Abilities

• Ability to type a minimum of 55 wpm, error free
• Fully competent with Microsoft Excel, Word, Outlook, PDF’s and internet searches
• Advanced phone and verbal communication skills
• Active listening skills
• Excellent written communication skills
• Excellent reading skills; must be able to read and follow a script
• Must be able to analyze and interpret photos to determine damage
• Must establish an appropriate work environment within their home for work purposes; CMR provides the necessary computer equipment

Experience

• 6 months to 1-year previous customer service call center experience required
• Experience with Microsoft Teams a plus
• High School Diploma or equivalent

Okay, But What Are the Perks

• Paid time off
• CMR pays $50/month towards your internet service cost
• CMR is a 4-year running winner of The Oklahoman Top Workplaces!

Pre-employment drug screenings and criminal background checks are mandatory

CMR offers a full menu of benefits including a matched 401k

CMR is an Equal Opportunity Employer